Last updated: 23 July 2026. View change log.

This Schedule is part of the Cloud Master Services Agreement between you and Cultrix Limited (“Cultrix”, “we”, “us”). It describes the management and administration services we provide for your cloud environment. Some responsibilities always apply at the platform level; others are extra options that only apply if you buy them.

Additional management and administration services only apply if they are included in your Order or a separate Statement of Work.

1. Operating system and platform management

1A. Platform-level management (always included)

We will always manage and maintain the underlying Cloud Platform used to deliver Cultrix Hosting and the Virtual Tin Remote Desktop Platform. This includes:

  • applying operating system and security patches to the platform servers that host shared web hosting and Remote Desktop environments;
  • maintaining Active Directory and core identity services for Remote Desktop environments;
  • monitoring platform health, capacity and availability; and
  • co-ordinating patching and maintenance windows with upstream suppliers (including Virtual Tin) where needed.

Platform-level management is not optional and cannot be self-managed. You do not receive root-level access to shared platform servers.

1B. Self-managed shared hosting accounts (cPanel-level access)

If you use the Cultrix Hosting Platform in a shared hosting environment without buying Hosting Management and Support, your hosting account is treated as self-managed.

Self-managed shared hosting includes:

  • access to the cPanel interface for day-to-day administration of your websites, mailboxes and related settings;
  • jailed shell (SSH) access restricted to your account; and
  • resource and security isolation enforced by CloudLinux (or similar technologies).

In self-managed shared hosting we will only:

  • unblock your connection if your IP becomes blocked by the firewall; and
  • reset your hosting account password on request.

All other administration — including website configuration, DNS changes, mail routing, software updates, performance tuning, troubleshooting and backups — is your responsibility unless your Order explicitly includes Hosting Management and Support.

We do not provide root-level or WHM access on shared hosting servers. These functions stay under our control to protect platform security and tenant isolation.

1C. Dedicated web servers (single-tenant environments)

If you use a dedicated web server that we provision, the server is dedicated exclusively to your organisation. In these environments:

  • we manage and patch the underlying operating system, CloudLinux/AlmaLinux layer and security modules;
  • we may grant you WHM access to administer accounts, domains, mail routing and related services; and
  • we will agree in your Order whether we fully manage the server, or you partially self-manage it at WHM level.

We do not grant root-level access unless we agree it explicitly and assess it as safe, because it can bypass platform safeguards.

1D. Customer workload OS management (where purchased)

  1. Where OS management is included for customer-specific virtual machines or workloads, we will:
    • apply operating system updates and security patches to in-scope virtual machines on an agreed schedule;
    • monitor Windows or Linux service health for key roles (for example domain controllers, file servers);
    • carry out basic OS-level troubleshooting (for example disk space, event log review); and
    • log and remediate incidents relating to OS stability where reasonably possible.
  2. You must:
    • tell us about any applications that have known compatibility issues with updates; and
    • test and validate critical application functionality after patch cycles where needed.

2. User and group administration

  1. Where user and group administration is included, we may:
    • create, modify and disable user accounts in your cloud environment (for example Active Directory or similar);
    • assign users to security groups or roles based on your instructions; and
    • handle standard access requests via agreed workflows.
  2. You remain responsible for:
    • authorising user and access changes;
    • making sure changes align with your internal policies (for example joiners, movers, leavers); and
    • reviewing user access regularly for appropriateness.

User and group administration is always included for tenants hosted on the Virtual Tin Remote Desktop Platform, because these environments rely on tightly controlled Active Directory management.

3. Capacity, configuration changes and scaling

  1. Where capacity and configuration management is included, we may:
    • recommend changes to CPU, RAM or storage allocations based on observed usage;
    • make agreed resource changes within the Cloud Platform;
    • help with non-disruptive maintenance windows for resource adjustments where needed; and
    • advise on the cost and benefit of different sizing options for your workloads.
  2. Recurring or large-scale changes (for example major re-platforming or multiple system migrations) may be treated as separate projects and charged accordingly.

4. Onboarding and offboarding

  1. We may help with:
    • onboarding new workloads or tenants into the Cloud Platform;
    • documenting standard patterns for new servers or applications; and
    • offboarding workloads or tenants in an orderly way when you leave the service.
  2. Where significant work is needed (for example rebuilding or refactoring applications, or complex data migrations), we will normally scope and deliver it as a project.

5. Exclusions

  1. Unless your Order includes it explicitly, this Schedule does not cover:
    • ongoing management of third-party SaaS platforms outside the Cloud Platform;
    • full identity lifecycle management across all of your systems; or
    • major transformation projects or complex multi-cloud designs.
  2. We are not responsible for management of systems or services that you or another provider manage directly, unless we agree otherwise in writing.